Copyright 2011. Wiley. All rights reserved.

. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable
copyright law.

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JWBT383-Peppers

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Managing Customer
Relationships
A Strategic Framework
Second Edition

DON PEPPERS
MARTHA ROGERS

John Wiley & Sons, Inc.

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Copyright 2011. Wiley. All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable
copyright law.

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Copyright

November 30, 2010

C

22:9

Printer Name: Courier/Westford

2011 by Don Peppers and Martha Rogers. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any
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Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best
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Library of Congress Cataloging-in-Publication Data:
Peppers, Don.
Managing customer relationships : a strategic framework / Don Peppers,
Martha Rogers.2nd ed.
p. cm.
Includes index.
ISBN 978-0-470-42347-9 (cloth); 978-0-470-93015-1 (ebk); 978-0-470-93016-8 (ebk);
978-0-470-93018-2 (ebk)
1. Customer relationsManagement. 2. Consumers preferences. 3. Relationship
marketing. 4. Marketing information systems. 5. Information storage and retrieval
systemsMarketing. I. Rogers, Martha, Ph.D. II. Title.
HF5415.5.P458 2011
2010027042
658.8 12dc22
Printed in the United States of America.
10

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